Customer Experience Design for Customer Success
学习技能，使您能够设计和实施策略，以提高客户体验和客户成功。
发现如何优化数字经济中的客户体验
客户体验（CX）管理市场在2019年的价值已达到65亿美元，预计每年将超过17％，直到2027年。如果您想要有利可图和多样化的职业，那么您对CX策略和工具的了解是一种很好的方式利用这一增长并为各个行业的企业提供越来越有价值的服务
Created in collaboration with Salesforce, this ExpertTrack is designed to do just that. Explore customer journeys, CX design, and how you can optimise experience in order to grow customer loyalty, average spend, and profits.
Develop skills in designing and implementing CX and customer success strategies
您将了解CX原则和CSM方法论的知识。您将了解这些角色在不同的业务环境中的作用以及如何优化特定客户群的客户价值。然后，您将学习如何开发这些CX旅行，以便在更广泛的业务目标的背景下满足客户价值。
了解如何使用CRM技术来促进更好的客户关系和体验
Grow your understanding of market-leading customer relationship management (CRM) software, Salesforce, and learn how you can use it to put your strategy into practice.
Start or grow your career in a growing CX market
在这个转型和数字创新的时代，所有行业的新市场进入者的障碍正在崩溃，竞争正在迅速升级。通过访问多个数字渠道，人们可以分享购买体验，进行研究并做出关键的购买决策，因此消费者现在比以往任何时候都更有能力。
通过学习如何与这些客户建立联系，如何消除痛点并提高他们的整体满意度，您可以帮助您的业务领先于稳定，长期增长的竞争。
该专家的内容已从通过Salesforce培训的客户体验管理Microcredential - if you want to find out more, take a look at the Microcredential which offers smaller cohorts with tutor interactions and academic credit.
您将学习的关键技能
- 客户体验设计
- 客户旅程
- 客户成功管理
- 关系管理
- CRMtechnology
- Salesforce
- 客户体验管理
- 客户体验策略
Learning outcomes
到结束专家track, you’ll be able to...
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为目标客户群体绘制客户旅程和经验
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概述有效CX设计的一线方法
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Identify key components and methods of building successful customer relationships
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确定实现理想经验的技术机会，专注于CRM技术的应用
需要经验
If you wish to further your career and understanding of customer experience and customer success strategies, this ExpertTrack will equip you to succeed.
在这一专家导线中，不需要先前的经验。对客户关系管理，客户成功或CX设计的一些先验知识将是有益的，但不是必需的。
在专家过程中，我们将使用Salesforce开拓者平台.
Getting started
该专家track将帮助您更好地了解创造积极的客户体验的关键阶段。具体而言，它将提高技能并提高以下的就业能力：
- early-stage or aspiring customer success and experience management professionals;
- early career professionals looking for a CRM consultant role;
- 业务发展和销售专业人员；
- product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience.
专家trackcourse overview
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Course 1
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第1周
Introduction to Customer Experience (CX)
- 欢迎参加课程
- 什么是客户体验（CX）和CX设计？
- 有效CX设计的价值
- Wrap-up
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第2周
设计过程
- 端到端CX设计过程简介
- The design-discipline behind great CX
- 以客户为中心和同理心
- Wrap-up
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第三周
了解您的客户
- 介绍了解您的客户
- 制作客户角色以了解您的客户
- 创造成功的CX愿景
- 数据驱动的方法以了解您的客户
- Wrap-up
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第4周
发展客户同理心
- 发展客户同理心简介
- 使用移情地图洞悉客户需求
- Wrap-up
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Course 2
Customer Experience Design for Customer Success: Designing Great Customer Experiences
Identify the objectives, technologies, metrics, and stakeholders that make up an effective CX strategy.
1个测试
4 weeks
每周4小时
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第1周
旅程地图和CX蓝图
- 欢迎参加课程
- 客户旅程映射
- Blueprinting customer experience
- Wrap-up
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第2周
制定CX策略
- Introduction to developing a CX strategy and measuring customer loyalty and satisfaction
- 阐明一个理想的未来状态
- 为客户制定CX策略
- Wrap-up
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第三周
流程设计
- 介绍您的组织取得成功成功
- Creating a successful plan of action with milestones and deliverables
- 实现运营成功
- Wrap-up
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第4周
CX策略
- Introduction to using CX strategy to achieve business goals and objectives
- 技术驱动的成功
- 识别和管理主要利益相关者
- Wrap-up
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Course 3
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第1周
Optimising CX
- 欢迎参加课程
- Evaluating strategic performance
- 持续改进以及Covid-19对CX设计的影响
- 通过构想的驱动改善
- Wrap-up
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第2周
管理客户
- Introduction to managing customers
- 建立客户关系
- Managing customer expectations and challenging or disengaged customers
- Key components of CRM technologies
- Wrap-up
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第三周
客户成功
- 客户成功基础知识简介
- 客户成功（CS）如何支持客户体验（CX）？
- 客户成功管理and common success models
- Wrap-up
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第4周
设计客户成功（CS）策略
- 设计客户成功策略简介
- Developing customer success strategies using segmentation and Customer Value Proposition (CVP)
- Identifying the most valuable tactics for your CS framework
- Wrap-up
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证明你的工作已经准备好
Highlight the new, job-relevant skills you’ve gained and supplement existing qualifications with a hard-earned, industry-specific digital certificate – plus one for every course within your ExpertTrack.
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学习您选择的行业或主题中的最新信息。
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完成每门课程并通过评估。
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接收由教育组织验证的证书。
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通过学习成果给雇主留下深刻的印象，您可以添加到简历中。
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使您的职业梦想成为现实。
下载PDF
How ExpertTracks work
Join an ExpertTrack to master new skills in your chosen specialist area. Work through a series of topic-focused courses at your own pace, and pass the final assessment to earn a digital certificate award which proves your expertise.
Decide if the ExpertTrack is right for you with free access to the full suite of courses and assessments for a week.
只要您需要完成专家条，就支付39美元的每月订阅费。您可以按照自己的速度学习，并随时取消。
Receive a certificate for every completed course and pass the final assessment to earn a digital certificate.
Use your specialist training to progress further in your career or build expertise in areas you’re passionate about.
World-class learning with FutureLearn
Futurelearnis jointly owned by The Open University and The SEEK Group and has been providing online courses for learners around the world over the last eight years.
This ExpertTrack is in collaboration with Salesforce
了解领先的行业技术提供商Salesforce如何推动业务成功。在整个课程中，您将在客户成功的背景下利用Salesforce。
该专家塔克（Coventry University）认可
该专家塔克（Coventry University）认可and delivered by FutureLearn as a quality professional development programme.
Meet your instructor
Ghilaine热衷于允许人们尽力而为，让他人高兴，这是客户服务和成功的核心！她拥有超过20年的经验来扩展全球服务团队
在FutureLearn上学习
Your learning, your rules
- Courses are split into weeks, activities, and steps, but you can complete them as quickly or slowly as you like
- 通过咬合大小的视频，长篇小说文章，音频和实践活动的混合方式学习
- 通过使用进度页面来跟踪您的步骤完成和评估分数来保持动力
Join a global classroom
- Experience the power of social learning, and get inspired by an international network of learners
- 在课程的每一步中，与同龄人和课程教育者分享想法
- 通过阅读，@ing，喜欢，书签和回复他人的评论来加入对话
Map your progress
- 当您完成课程时，请使用通知和进度页面来指导您的学习
- 每当您准备就绪时，将每个步骤都标记为完成，您就可以控制
- 完成90％的课程步骤和所有评估以赢得您的证书
想进一步了解有关FutureLearn的学习吗？盖世电竞里钱如何提现
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Add新技能或锻造新技能path
"I recommend Futurelearn to anyone looking to learn and upskill...If you are in the job market, you might want to add a new skill or forge a new path."
他们将教室正确you
"FutureLearn课程总是很有趣且内容丰富。他们将教室送给您，并派您去探索新想法并提供有趣的主题的旅程。"
今天开始学习 - 免费7天试用
After your free trial you can:
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Pay$ 39每月继续学习
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Have complete control over your subscription; you can cancel any time
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Work at your own pace and set your own deadlines at every stage
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Only pay while you’re learning; the subscription will cancel automatically when you finish
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Complete online assessments to test your knowledge and prove your skills
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赚取数字课程证书和最终奖励，您可以与潜在雇主和您的专业网络分享这些奖项
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即使在订阅结束后，还可以访问您完成的课程内容
常问问题
电竞盘口app专家Tracks是一系列在线课程，旨在帮助您掌握专业领域的电子竞技公开赛新技能。您支付每月订阅费，其中包括访问专家通道内的所有课程，以及评估和最终数字证书。
每个专家Track都有为期7天的免费试用期。您可以随时取消您的订阅，当您完成所选的专家导管中的课程和评估时，您的订阅将自动取消。
Yes. All of our ExpertTracks come with a 7-day free trial. You may claim one free trial period per ExpertTrack.
You have seven days before you will be charged your first monthly subscription fee. When you join an ExpertTrack you automatically receive a 7-day free trial period. You can cancel at any time during the trial period and no payment will be taken from your account.
请参阅我们的全部退款政策here.
No, all of our ExpertTracks consist of fully online courses. This means you can take an ExpertTrack from anywhere in the world.
No. ExpertTracks are designed for you to master new skills in a specialist area. You will earn a digital certificate that proves your learning, but it does not carry accreditation.
如果您正在寻找经过认证或认可的课程，那么我们的许多微循环offer university credit or professional certification.